Annual Customer Satisfaction Survey Report 2016/17

Transcription

1 Annual Customer Satisfaction Survey Report 2016/17

2 Introduction Welcome to Cairn s annual customer satisfaction survey report for 2016/17. The annual satisfaction survey was issued to tenants by post at the beginning of October 2016 and responses were received up to the 2 nd December Cairn s Mission is To provide quality affordable homes and services in communities, and with partners, across Scotland and our Tenant s have responded with their verdict on how well we are performing. The pack has been structured to focus firstly on Cairn s Overall performance using the indicators included in measuring our journey towards Top Ten by The remainder of the pack breaks the results into the 3 sections which represent the 3 pillars of Cairn s Vision, Great homes. Great services. Great people. We finish by taking a look at Tenant Engagement. Further information is available from the Quality & Performance Team: Siobhan Harvey siobhan.harvey@cairnha.com Nicola Crossan nicola.crossan@cairnha.com Paul Byrne paul.byrne@cairnha.com

3 Survey Responses Survey Responses This year s annual satisfaction survey was distributed by post to 3150 tenants. For the 3 rd year in a row the response rate has dropped, this year is 16.41%. We received 517 responses to this years survey. Across the sector a response rate of is considered good, however, not all HA s contact ALL tenants, as Cairn does, with some choosing to sample a percentage of Tenants instead. BI team are currently investigating alternative approaches for the survey looking at using a representative sample and a combination of contact methods. Net Promoter Score On every survey we ask the Tenant if they would recommend us to friends, family etc. Scores of 9 & 10 are promoters, scores of 7 & 8 are passive and scores of 6 > are detractors. Franklin Covey have given us guidance that a score > 30 is a good result. This year we are sitting at an NPS of 46. Although this is still considered a good score it is a drop from last years NPS of Survey Responses % 16.41% Net Promoter Score

4 Cairn Overall Overall customer satisfaction (all services) % 87.46% 86.0 Overall customer satisfaction (all services) Satisfied % 87.46% 86.0 Neither % 5.89% 5.48% Dissatisfied % 6.19% 8.52% No Opinion % 0.0 We have seen a drop of 1.46% from last year s position. This figure ONLY covers the results from the Annual Satisfaction Survey. We took the decision to add the overall satisfaction question into our Service Specific Satisfaction (SSS) surveys, with agreement from the Scottish Housing Regulator, from August The aim is to supplement the feedback from the Annual Survey, specifically because our return rate is low. The satisfaction rating from the SSS surveys alone stands at 91.6% YTD. This is based 595 responses with 545 people satisfied overall with Cairn. A final figure for our ARC submission will be available following the close of Q Overall customer satisfaction (all services) peer group position / / /16

5 Cairn Overall Satisfaction with Value for Money % 80.61% Satisfaction with Value for Money Peer Group Position We have seen a drop in satisfaction of 1.62% this year against a rent increase of 3%. Across the housing sector Value for Money has become a hot topic not least because the amount of rent collected from tenants has a direct impact on service provision and stock investment which prompts some difficult discussions around where reinvestment occurs and where cost savings need to be made. Our 2015/16 ARC peer group ranking was 10 th which was a drop of 3 places from the year before / / /16

6 Cairn Overall Satisfaction with Quality of Home % 90.12% 90.58% Up to the end of Q3 2016/17 we had invested 4.5M to upgrade our stock and claimed over 120K for medical adaptation works. We will be introducing a Cairn Property Standard. The standard will be used to ensure we deliver and maintain good quality homes for our new and existing tenants. Work is continuing to ensure that Cairn can reach the Scottish Government targets for Energy efficiency (EESSH) and the Scottish Housing Quality Standard (SHQS) Satisfaction with Quality of Home Peer Group Position / / /16 7

7 Cairn Overall Satisfaction with Repairs & Maintenance % 89.04% 89.08% The average time for us to complete emergency repairs this year, up to the end of Q3, is 1.22 hours against our target of 2 hours. We have kept of appointments with our tenants up to Q3 this year. At the end of Q % of repairs were completed right first time (as defined by the Scottish Housing Regulator). YTD 98.84% of Non-emergency repairs were completed within timescale. YTD we have completed 93. of emergency repairs within the 2 hour timescale target Satisfaction with Repairs & Maintenance Peer Group Position / / /16 20

8 Cairn Overall How satisfied are you that Cairn treats you fairly? % 81.91% This year has seen a slight drop in tenant perception of Cairn as an improving organisation. Throughout 2016, we launched our new website, rebranded ourselves and have launched online accounts for tenants via MyCairn. We also awarded 17, from our Community Development Fund to a wide variety of projects enhancing neighbourhoods and communities for out tenants Respect a core value for Cairn: We value high standards of fairness, treating everyone with consideration and dignity. We show this through our everyday words and actions Approximately 4 out of 5 of our tenants currently agree. Is Cairn an improving organisation? % 86.67% % 13.33% Improving - No Improving - Yes

9 Great Homes Overall, how satisfied are you with your neighbourhood as a place to live? 88.08% 87.42% 89.67% 90.02% Housing Officers are continuing to carry out regular estate visits and we are exploring the possibilities of collecting estate condition information and improvement recommendations via mobile devices. While we are able to address elements within our control there will continue to be other agencies, people and influences, including tenants views of society in general, that will impact these results Would you say that you feel safe and secure within your own home? % 89.76% No Yes

10 Great Homes Overall, how satisfied are you with Cairn s management of the neighbourhood you live in? % % There has been little change in tenant s satisfaction with how we manage our neighbourhoods, however, there has been a drop of 7.68% in how satisfied tenant s are with the value for money of those services. Value for money is a popular topic across the social rented sector and all RSL s are facing greater scrutiny over the cost to the tenant of the services they provide Overall, how satisfied are you with the value for money of estate services? % 79.43% 71.75%

11 Great Homes How satisfied were you with the standard of your home? (moved in the past 12 months) % 80.68% Cairn have a Tenancy Sustainment Strategy in place to ensure that new tenants settle into their new homes and stay with Cairn for the long term. In addition to the ongoing investment in the quality of our homes, we anticipate this will help sustain our tenancies for longer % Q3 2015/ % Q4 2015/ % Q1 2016/ % Q2 2016/ % Q3 2016/17 Q4 2016/17 % of new tenancies sustained for more than one year YTD Target

12 Great Services Generally, how satisfied are you with the way Cairn deals with repairs and maintenance? % 88.85% 85. With of appointments kept with tenants this year to date, we are minimising inconvenience for tenants. At the end of Q3, 97.86% of repairs has been completed right first time (as defined by the Scottish Housing Regulator) which means fewer visits and multiple appointments for tenants We continue to performance well in this area which is reflected in the satisfaction ratings. % of tenants who have had repairs or maintenance carried out in the last 12 months who were satisfied with the service % 89.08%

13 Great Services How Satisfied Or Dissatisfied Are You With The Way Cairn Deals With Antisocial Behaviour? % 65.34% 62.93% % % % 9.36% 9.38% NOTE - The annual survey does not have a qualifying question, asking the tenant if they have made a complaint or experienced ASB in the past 12 months. This means that a significant number of tenants are being asked to comment on a service they haven t experienced. YTD we have received 86 complaints which breaks down as 74 Frontline complaints and 12 Investigations. of complaints have been dealt with within the SPSO timescales. Our ASB Policy is undergoing as review and work is being carried out to create a workflow for ASB to support the process and improve the handling of these cases for both staff and tenants. How Satisfied Or Dissatisfied Are You With The Way Cairn Deals With Complaints? % 73.35% 68.76% % 17.34% 21.91% % 9.31% 9.33%

14 Great People How satisfied were you with the quality of service you received from the staff? % 85.35% 83. There will be a specific mobile working project in place over the next year to look at the way we work and how we can get the most out of the technology we have. Giving our customer facing staff the ability to work flexibly from any location while having access to relevant details, aims to improve how we provide services to our customers. Further development of the MyCairn online self service options will also support this. Was Getting Hold Of The Right Person Easy Or Difficult? % 70.61% % % 13.98% Difficult Neither Easy

15 Great People Did You Find The Staff Helpful Or Unhelpful? % 86.88% Unhelpful Neither Helpful We will be developing reporting in the coming year around the activity within the Contact Centre to analyse who is calling and the reasons why. Monitoring this activity in greater detail will help us understand and support improvements to our services and ensure we manage tenant contact as effectively as possible. Was Your Query Answered Within A Reasonable Time? % 83.09% % 16.91% No Yes

16 Tenant Engagement How Satisfied Are You With Opportunities Given To You To Participate In Cairns Decision Making Process? % 73.55% % 21.44% 25.68% Dissatisfied Neither Saitsifed Our Comms and Engagement Team are following up with tenants who expressed an interest in getting involved. We recognise that our menu of options for getting involved isn t meeting tenants expectations. We are researching new approaches to customer engagement with a greater emphasis on channel shift towards the digitisation of consultation and feedback. The outcome of this research might be a move away from traditional, and increasingly unpopular, forms of engagement such as face to face meetings towards more modern opportunities available online. How Good Or Poor Do You Feel Cairn Is At Keeping You Informed About Their Services And Decisions? % 87.01% 87.94% Poor Neither Good

17 Tenant Engagement How Good Or Poor Do You Feel Cairn Is At Keeping You Informed About Things That Might Affect You As A Tenant Or Resident? % % Poor Neither Good This year we have achieved relatively positive scores in how we communicate, which perhaps reflect the improvements we have made to our website, social media and other publications including our newsletter following our rebrand in early We ve also developed a new self-service portal on our website and developed new and innovative ways of marketing empty homes. While our tenants have expressed satisfaction with Cairn, keeping them informed, their satisfaction around Cairn listening to and acting on their views is comparatively low. However, we do share action notices from our surveys with relevant staff members to action. Are we effectively communicating the outcomes totenants? How Satisfied Or Dissatisfied Are You That Cairn Listens To Your Views And Acts Upon Them? % 71.88% 69.29% % 17.02% 18.59% % 11.09% 12.12%

18 Service Specific Satisfaction Surveys In addition to the annual satisfaction survey we sent to all tenants this year, we also send out mini surveys for all of our services. For example, every time a repair or planned maintenance project has been completed, an anti-social behaviour case has been investigated or a complaint responded to, we give our tenants a survey to complete. We also send out surveys to randomly selected tenants who have called our contact centre, got advice from our Benefits Advisor or taken part in tenant participation events. Our YTD responses and results are on the next slide. improve. It also highlights where we re doing really well. Any tenant who gives us a low score on any of our service specific satisfaction surveys will receive a phone call to ask what went wrong and how we can improve. From August 2016, we agreed with the Scottish Housing Regulator, that we could add the question above into our service specific satisfaction surveys. This is also the first question on the annual satisfaction survey and this year, for the first time, we will produce a combined result from responses received from both surveys. The information you give is invaluable to us. It helps us monitor our service delivery and the areas where we need to

19 Service Specific Satisfaction Surveys